 FEATURE WEBCAST (more) |
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"CRM's Secret Sauce - Everything You Need to Know About CRM"
Gary Lemke, Founder and Publisher, CRMAdvocate
Ah CRM . . . So much investment, so little return. Even today, a great divide exists between the promise and the benefit of CRM. Why? The answer is a paradox of simplicity and complexity - that is, the straightforward desire for customer satisfaction, loyalty and retention against an unyielding realization that not all customers act the same. Nor are all customers valued equally. This webcast is the first in a series on a single strategic focus and metric that can catapult your organization to the next level of revenue growth and profitability. Listen now to learn more.
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TODAY'S NEWS (more)
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UniPress announced a new add-on module for its FootPrints line of web-based service desk products. The new module, FootPrints Change Management, provides a tool for help desk and support organizations to automate and control IT change management activities.
Oracle announced a new integrated support program, called "One Stop Support" for global Independent Software Vendors (ISVs), expanding its commitment to partners by providing qualified ISVs with a focused support infrastructure and better access to Oracle engineering resources.
Parature announced Novatix has implemented Parature's Customer Support Solution as one of the primary steps for building out their customer support department. Having had previous experience with Parature's Customer Support Solution, Novatix's CEO Paul Panepinto decided to deploy the solution up front to ensure customer support best practices are in place early on.
Logicalis Group announced that it has acquired TBC, an IBM Premier partner and supplier of advanced computing infrastructure and managed service solutions. TBC's offerings are built mainly around the Unix server range, database applications and IBM middleware.
Teradata unveiled Teradata Relationship Manager Version 6, a new marketing software portfolio that integrates analytics with multichannel, multistep customer interaction tools accessible through a role-based user interface. The new portfolio is also browser-based for ease of use and architected to take full advantage of the enterprise intelligence capabilities of the Teradata Warehouse.
Verint announced that it has received a multi-million dollar order for its ULTRA suite from a leading U.S. wireless communications company. This new wireless communications customer will be deploying Verint's ULTRA solution and its speech and data analytics across more than 15 contact centers to enhance the service it provides to customers across the U.S.
RightNow announced drugstore.com has deployed RightNow's unique voice and customer self-service solutions to support its multiple Web sites, including www.drugstore.com, www.beauty.com, and www.visiondirect.com. The technology will enable the company to deliver high-quality self-service via both phone and the Web.
SupportSoft announced its SupportSoft Digital 360 Partner Program, making it possible for software vendors of operational support (OSS), network management (NMS) and billing support (BSS) systems to enhance their products' value for service providers by integrating with problem diagnosis and resolution capabilities for the triple play of broadband data, VoIP and IPTV services.
IEX Corporation announced the performance improvements SITEL has gained with its TotalView Workforce Management System. Increased contact center management efficiency through improved forecasting and planning accuracy, enhanced short and long term planning capabilities, consistency in reaching adherence goals at 95 percent or better as well as increased new business acquisitions has been realized in all sites.
Conversagent announced the launch of "AskPanasonic" an Automated Service Agent (ASA) for Panasonic Corporation of North America. AskPanasonic will support Panasonic's U.S. Plasma TV marketing initiative.
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9/20/05 - Winners and Losers
With the juggernaut merger of Siebel and Oracle, want other vendors emerge as winners and losers? This column doesn't allow me to list them all but I'll offer a few thoughts. Feel free to chime in with your list of winners and losers.
Let's start with the winners. Companies like Salesforce.com, Netsuite, RightNow and Microsoft may be winners as the press, consultants and analysts who used to conveniently compare Oracle, Peoplesoft and Siebel realize they have to look beyond the big three since it is now the big one.
Losers? In the short run, implementation partners that relied on new Oracle, Siebel or Peoplesoft installations and customizations might find their customers putting plans on hold while Oracle is busy at the technology roadmap chalkboard coming up with a story that makes sense.
Gary Lemke, Publisher
(Share your thoughts)
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| CRMAdvocate Stock Index |
| CRMSI | 42.58 |  | -0.28% |
| Dow Jones | 10,540.68 | | -0.96% |
| Nasdaq | 2,141.34 | | -0.89% |
| S&P 500 | 1,229.40 | | -0.69% |
| Top Gainers |
| Sykes | 11.71 |  | 0.55 |
| HP | 28.8 | | 0.46 |
| RightNow | 15 | | 0.45 |
| Top Losers |
| SAP | 43.23 | | -0.99 |
| AVAYA | 9.67 | | -0.35 |
| Amdocs | 27.24 | | -0.35 |
| Complete Stock Index |
| As of close 09/19/05 | |
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Microsoft Warms Up Telephony Plans - "What they want to do ultimately is own the interface," says Irwin Lazar, an analyst with Burton Group. "They want to provide that client on the desktop, the mobile phone, the softphone regardless of the backend [voice] system." (Contact Center Today)
|  | | Goofing up Global CRM - The biggest threat to global business is the Income Statement. Think of the top line entry: Revenue. And if you're a company doing business globally, that means global revenue. You want it. And your markets are bursting with possibility. Look at China, India, South Africa, Australia, the EU (hey, no constitution yet, but still they're consuming frantically).(CRMToday)
| | | Siebel Insists CRM OnDemand Will Continue - "If Oracle got rid of CRM OnDemand, it would be really foolish," said Yankee Group analyst Sheryl Kingstone. She pointed out that during every acquisition involving a rollup strategy, rumors begin flying about which products will be axed. But in this case, Oracle has stated that one of the reasons it wanted to buy Siebel was because of OnDemand. (CRMDaily)
| | | Focus On Customer Experience - A growing number of businesses are spending more time and money on technology to improve virtually every aspect of customer interaction.()
| | | Don't Blame CRM When Your Customers Aren't Happy - Look at Your Processes - Enterprises need to stop trying to combat customer service issues with technology. For example, a Call Center manager approaches an IT manager and says, "We need a database" because the organization does not have a central location to keep all of a customer's information.(Ultimus)
| | | Why Inputs Just don't Equal Outputs - There has been a simple mistake. The simple mistake has been to confuse inputs such as money, time, leadership, commitment, technology and re-engineered processes with outputs such as changes in behaviors, increased customer loyalty, retention, bigger sales pipeline and improved profitability.(AMT)
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